Lustine Toyota Complaint - Future Buyers Beware of Lustine Jeep Dodge, Woodbridge, Va
WOODBRIDGE, VA -- I purchased a used 2004 Jeep Liberty from Lustine Jeep Dodge at the very end of August 2010. After signing all the paperwork and happy about the fact that I had a Lifetime Warranty on my vehicle as long as I only brought the car back to them for any repairs needed on the car, I thought all was well. About a month of having the car I was told that the deal fell through and I would need to come back in and resign new paperwork for the new finance company. Thinking everything was the same I came back and initialed off on the new paperwork. Later after going through the papers the warranty was changed from the Lifetime Warranty to 3 months or 3000 miles, which I believe was done on purpose, the first deal never fell through, they just didn't want to stand behind their word on the Lifetime Warranty so this was their way of getting out of that. About 3 months later, I began hearing a loud noise when turning the vehicle left or right, so thinking the power steering fluid may be low, we added some power steering fluid, hoping that would solve the problem, I had only had it about 4 months so I never would have imagined this vehicle had some major issues. Since I was due for my first oil change, I decided to let them know about the loud noise I was having, and to add to that, it became very difficult to turn the car, as I had to really grip hard on the steering wheel to make a turn.
I the oil change and when I was called to the service department for an update on my car, I was told that the Steering Rack was completely bad and needed to be replaced, and was told they could do this for $1600.00 I was completely shocked, as I had only had the car for about four months, and with the 3 month warranty, I was no longer covered. I had just put $2000.00 down on the car, and with the monthly payments, and insurance payments, I knew that I couldn't afford this bill. I am a single mother of four, and do not have money to waste. Very upset I left feeling stuck in a bad situation, but didn't know what to do, but when I got into the car and began driving it, I noticed that the loud noise was completely gone, and that I could make turns with no problem. They obviously did a temporary fix on the vehicle to make it drivable. This is why when I test drove it at first everything seemed OK. They patched it up I believe, just well enough so that any potential buyer would nit detect any sort of problem.
About a month after the oil change still no noise, but the brakes seemed to be getting very tight while driving, but after awhile they would loosen back up. This was the scenario for a while until one day while driving the entire truck began to shake terribly, and the brakes completely locked up, on the highway, was able to pull onto the shoulder. After about six hours my boyfriend was able to move the car, because the brakes had released on their own. I later would find out that the Jeep had contamination in the master cylinder, it was recommended that all hoses be replaced, the mastercylinder should also be replaced, wheel cylinders and the left side caliper, should also be replaced, I was able to get the right brake replaced with a new caliper for about $470.00, parts and labor. They also said the other side may lock up and that I should get them replaced ASAP. After only having the car for about four months I can't believe this is normal.
I have been stuck on the road at least 20-25 times due to the brakes. The mechanic strongly suggested that I get rid of this vehicle as soon as possible, because to fully repair it the cost will be tremendous. I news told to avoid being stuck on the road to only lightly tap the brake, because if pressed too hard they will lock up again, and to only di local driving, because it is not safe to drive. I went back to Lustines to tell them about these issues, and they treated me horribly, they said that's what happens sometimes when people buy used vehicles, and they would not fix it because the warranty has expired. I spoke with the General Manager, Mr. E. and his people skills as well were just as bad as his customer service.
They did offer to take about $600.00 off of the price if the new steering rack, which I did not agree to, because I feel they sold me a faulty vehicle and should replace it in its entirety, after all the brakes still have to be repaired, and with a bad steering rack I feel I am in danger each time I drive the car, especially when my children are in the car. I also must use the Emergency brake to come to a complete stop now. This is ab accident waiting to happen. I do not wish this on anyone, as we are paying customers and deserve to feel safe while driving our vehicles, even if it is a used vehicle. Very stressed out. Ms. Graham